The Lifestyle Concierge Manager is responsible for managing concierge services, operations, guest registration and communication of hotel services and promotions.
This highly visible role gives the opportunity for an engaging conversation and has a direct impact on creating the guest experience.
You will be the face of La Concha Hotel as part of the Operations Team.
*Core Responsibilities:*
· Anticipate guest needs, respond promptly, and acknowledge all guests, always maintaining positive guest relations.
Greet and communicate cordially with guests, promptly and professionally.
· Resolve guest complaints, ensuring guest satisfaction in each interaction.
Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
Utilizing the LEARN MODEL for guest issues.
· Competency in Front Desk PMS.
· Competency in Synergy MMS system: monitor for timely response to issues.
· Communicate and coordinate with Housekeeping, Engineering and Food & Beverage Departments regarding guest rooms, requests, maintenance requests/needs, and service requests from all outlets.
· Assist the Rooms Division Manager by handling special requests, group blocking and unusual circumstances.
· Coordinate special programs, functions, and incentives to improve guest service.
· Work in a cooperative and friendly manner with fellow associates.
· Practice a culture of guest service in all you do; promote courtesy, good will, and a positive attitude for each encounter.
When greeting guests use GUEST MODEL and 15/5 Rule.
· Acts as a liaison to the guest’s destination, providing recommendations, and general assistance.
· Provide amenities for guest use upon request, including microwave, laptop, printer, clothing iron.
· Ensure they are handling checks and credit card information from guests for payment of hotel charges and processing forms of payment correctly.
· Attend to any special requests and services 24 hours a day.
· Running off-property for guest errands.
*Knowledge, Skills, and Competencies:*
· High work ethic, self-initiative , independent judgment
· Proven customer service and problem solving experience
· Regular attendance according to established guidelines
· May be required to work varying schedules to reflect the business needs of the property
· Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions
· Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times Physical Requirements:
· Sit, stand and walk for varying lengths of time, often long periods of time
· Bend, stoop, squat and stretch to fulfill cleaning requirements
· Lift approximately fifty (50) pounds of equipment or supplies on and off a cart, using safe lifting techniques
· Push and pull carts weighing up to fifty (50) pounds
· Possess valid driver’s license and safely drive guest vehicles.
Have proof of safe driving record as indicated by a copy of Motor Vehicle record.
· Good communication skills, both written and verbal, using written communication skills to mark completed rooms on daily paperwork
· Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening and hearing ability and visual ability
· Know and be able to administer first aid
· Direct evacuations in an emergency
Job Type: Full-time
Benefits:
* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
Schedule:
* 8 hour shift
Education:
* High school or equivalent (Preferred)
Experience:
* Hotel experience: 1 year (Preferred)
Work Location: In person
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